Transcript WELCOME [www.visitmyphilippines.com]

WELCOME
BASIC WAITERING
SEMINAR
Classroom Standard
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Stay On Task
- We have a lot of materials to cover in a short amount of time
Enthusiasm and Participation are Essential
- This is a cooperative environment; when you are missing everyone suffers.
Be on Time
-To Class and from Break
Be Respectful
-To your self and to others
-To the equipment and the program
Give Constructive Feedback and Sincere Praise
-Success should be Recognized and Rewarded
-Areas that need improving should be discussed to make the group more
effective
Be a Good Teacher and Listener
-Promote positive interdependence, individual accountability, group
participation, and Social Skills
Development is a Major Part of Your Job
-The more you know, the more effective you will be when you perform your
required task.
Cell phone is an Essential Tool of Communication
-Please Switch it “ OFF”
-Be Focused and be part of the Team
QUALITIES OF A WAITER
► HARDWORKING
► FLEXIBLE
► HONEST
► RESOURCEFUL
► GOOD
LISTENER
► SALESMAN
► LOTS OF COMMON SENSE
► HYGIENIC & WELL-GROOMED
SERVICE SEQUENCE
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Welcoming Guests
Guiding and seating the
Guest/s.
Check comfort and
seating arrangement
Menu Presentation
Order Taking
Suggestive Selling
Repeat Order/s
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Placing Order/s to
System and Kitchen
Quality Checking
Food Presentation
Check Satisfaction
Offer Dessert and
Drinks
Presenting the Bill
Thank the Guest/s
Welcoming Guest
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Greet Guest/s with a SMILE
Welcome Guest to the Outlet
Ask if they have a Reservation
Ask Guest preference (SMOKING or
NON-SMOKING)
 Guide Guest to Table Preference (use
open palm)
Guiding In
 Use open palm, direct which way to go.
 For elderly and/or disabled assist properly.
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Note: Ask permission 1st.
For group with kids, position them in the corner
or wall side
For couples assist them to the best view of the
restaurant /corner
Always follow guest preference.
Assist when sitting by pulling out and pushing
back the chair gently (Ladies First) .
Offer kiddy chair for guest with kid/s.
Check Comfort
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Confirm if they are comfortable with the
selected seat/s and table/s.
Ask if table is enough for the group
Ask if temperature is suitable for them.
Adjust to any of the guest preference
Check satisfaction.
Know your Product
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Know what your product is
Portioning
Doneness
Ingredients
Preparation time
Presentation
Sauces, condiments, etc. that goes with the meal.
Cutleries, chinaware’s & glasses
Suggest other food items best to go with the meal
ordered
Menu Presentation
Present menu to guests (ladies first)
Present beverage menu
Present food/ala carte menu, suggest
appetizer first.
Note: Hold menu at upper part with
your right hand and assist with your left
hand at the bottom part.
Inform guest the type of menu you are
offering.
Order Taking
Take down notes and orders
Write legibly to be readable
Inform Guest regarding Out of Stocks and
immediately offer alternatives
Listen carefully to what the guest is saying
Respond to guest according to the order/s
placed. (Yes, Sir/Maam)
Thank Guest after taking Orders
Suggestive Selling
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Offer slow moving but highly profitable Items.
Consider kitchen stock FIFO
Suggest aperitif or wine to go with their meal
Offer specialty of the day/house
Offer second servings of items ordered.
Suggest long drinks and fresh juices
Inform guest of food portioning for possible
adjustments with their order/s..
REPEAT ORDER
 Sir / Ma’am, may I
repeat your order
pls.…..
 You ordered for (#)
pcs. of…
 Doneness
 Sidings
 Sauces
 Drinks (alco / nonalco)
 Extra’s
 Portion/s
 Which would you like
to be served first?
 Family style
serving…or..
 Would that be all
Sir/Maam?
 Thank Guest sincerely
Placing Orders to Bar &
Kitchen
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Encode orders to system
Provide copy of O.S. for Beverage
Provide copy of O.S. for Food Orders
Specify Sequence and/or type of
service
Inform Guest Preference on Food and
Drinks
If preference is not available, inform
Guest ASAP.
QUALITY CHECK
(last touch policy)
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Check if prepared
food is within
standards
Check portioning
based on standards
Check preparation
based on guest
request.
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Check plates used
Check cutlery setup in the table.
Check condiments
needed
Prepare all serving
gears
FOOD PRESENTATION
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Excuse yourself from the guest when ever
presenting any food or Beverage
Present to guest through the correct serving side
(follow sequence of service).
Confirm or repeat order while laying items on
the table
Inform Guest of his / her preference and how it
has been prepared.
Offer assistance after serving. “Is there
anything else I may assist you with Sir/Ma’am?”
Thank guest “enjoy your meal/drinks sir/maam”.
Check Satisfaction
• Check when it is the right time to interrupt.
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(breaking the silence)
Magic word must be expressed before saying
something
“How’s the food / beverage, how’s the taste?
Was it prepared to your satisfaction?
“Is there anything else I may assist you with, Sir
/ Maam?
“Thank you very much, enjoy your Meal or
Drinks.
Offer desserts and hot beverages.
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“Excuse me Sir/Ma’am would you like to
try our _________ for dessert?”
Would you like to have coffee or tea?
I suggest you try our new concoction
called _______, it’s good and helps for
fast digestion.
Thank you very much (I’m sure you will
like it!)
Presenting the bill
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Secure bill from the Front Office
Check details of the bill and encircle total amount
Excuse yourself and present bill to guests
Request the guest to check the bill to confirm that
they have been charged correctly.
Check that the guest’s signature is correct for
“charge bill”
Thank guest and excuse yourself.
Forward bill/s to FO for posting
Bid GUEST goodbye !!
After processing the bill, return to
guest and hand-over change if any.
Assist guest as they prepare to leave.
Lead guest to doorway.
Sincerely thank guest and bid
goodbye.
ROOM SERVICES
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Answer the telephone courteously
Listen carefully and have a paper and pen
ready to take down notes and order/s.
Write down Rm # and take order carefully
Repeat order to confirm
Offer suggestions for possible revenue
Encode order to system and provide OS to
kitchen for production.
Prepare all cutleries, china-wares, glasses,
condiments, other request and receipt.
Write down orders, room # all dining wares,
time etc. to Room service logbook/form.
ROOM SERVICE WITH A PLUS
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Lay food at table while giving information
regarding guest orders.
Confirm satisfaction about the order and
request.
Inform guest to call local # 122 for clearing
or inform guest that you will call after 3045mins for possible clearing of dishes.
Offer other services “is there anything else I
may assist you with Sir/Maam?
Thank guest and express “Have a good day
enjoy your Meal”
Bid goodbye and gently close the door.
Log on to the room service logbook/form,
for the time delivered and endorse for
clearing.
The customer is the most important
visitor in our premises.
He is not dependent on us - we are
dependent on him.
He is not an outsider in our business –
he is a part of it.
We are not doing him a favor by serving
him – he is doing us a favor by giving us
the opportunity to do so.